Performance Evaluation a Teaching Hospital Affiliated to Tehran University of Medical Sciences Based on Baldrige Excellence Model

Abstract

Problem statement: Today, organizations are willing to achieve quality as a source of
competitive advantage. Therefore, their performance evaluation and quality improvement is essential.
One of the international models in this field is Baldrige health care model. Approach: The study
aimed to evaluate Performance Evaluation a teaching Hospital Affiliated to Tehran University of
Medical Sciences Based on Baldrige Excellence Model. Performance was evaluated by two types
Baldrige questionnaire (i.e., process and result criteria). Six process criteria (Leadership; Strategic
Planning; Focus on Patients, Other Customers and Markets; Measurement, Analysis and Knowledge
Management; Workforce Focus; and Process Management) with 12 sub-criteria, were evaluated based
on four factors of Approach, Deployment, Learning and Integration. Results criteria with six subcriteria
were evaluated based on four factors of performance level, rate and breath of performance
improvement, comparative and benchmark data and relevance of evaluation result scales. Results: The
teaching hospital obtained 145/21 scores (26/40 percent) out of a total of 550 points in process criteria
and 90/37 scores (20/08 percent) out of a total of 450 points in result criteria. Studied hospital obtained
the highest score in Measurement, Analysis and Knowledge Management 28/1 scores (31/22 percent).
In Sum, the hospital obtained 235/58 scores (23/55 percent) out of 1000 points. Conclusion: Scores
obtained by hospital showed the first level of excellence. The outcome of this study clearly indicates
that Baldrige model criteria act as a powerful tool to analyze the quality performance of the hospitals.
The researchers attempted to create a common language and a roadmap in order to follow the path of
excellence in health care organizations in Iran.